We are trying to use JIRA Service Desk as a new Helpdesk tool for my company. We work in an industry where response times need to be in seconds. When our user base send in an email, we find it takes 2-3 minutes to generate a response email back to them. We set the IMAP check time to be 1 minute, which we think is the lowest value. Any tips or tricks to get email response times for end users to be really fast?
Set up an individual mailbox for each mail handler, don't use catch emails.
Make sure you have a forward address configured so that bad emails are not processed over and over again.
Minimize the total number of services on your system as much as possible.
You may be able to do this by tweaking the interval on the services page? I believe the value there is in seconds if I remember correctly. Keep in mind that making the interval too short, will also have a negative impact as each check also has the overhead of setting up and then ending the connection. The more frequent your checks, the higher the % of time of each check is spent on this portion of the work.
...word of mouth, so by 2016, we were working with several other entities on campus to implement Jira Service Desk . The Atlassian motto of “for every team” has really come true for us in this case. We...
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